Blue screens + sometimes the mouse dissapear

Bennani_Smires_Hamza

📁 Original board: Elephant › Troubleshooting, Tips & Tricks

Hello, I just bought the surface dial and the elephant software

First I had to disable entirely avast, otherwise it wouldn't let the elephant software work properly

Then I experiencied some issue, I am moving a knob on a synth, it works fine, then after a few knobs, for some reason, it stops responding, and then sometimes my mouse would dissapear, I can't see it anymore. At that moment, while I still can't see the mouse, it focuses on my right zone (I am on cubase 12 pro), I have to randomely click on my mouse and on the dial so unlock the situation

And finally, I had 2 blue screens saying "reference_by_pointer"

Thanks

PabloMartin

This is the first time somebody report a blue screen using Elephant.
Can provide exact version of your OS?
Computer and hardware?

Bennani_Smires_Hamza

The first blue screen was before installing elephant. So I guess it makes elephant not responsible …

I just recorded an automation on cubase, using serum vst and the dial. After finishing the recording of the automation I couldn’t see the mouse anymore, I had to reboot the computer

windows 11 pro 22000.1098

amd Ryzen 5800x

msi unify Meg x570

Bennani_Smires_Hamza

After re pairing the device + put it 15 cm closer to my tower, it seems to work better. I tried it in a standalone Serum, it was snappy, fast and responsive.

I then opened cubase, then serum inside cubase as a vst, and it didn't work, I had to force close elephant and restart it, only then it worked, with quite a little bit of lag I must say. I don't know if it's my bluetooth, but when using the dial, it feels like it introduce some sort of GUI lag ...

I think I should invest in a bluetooth/wifi antenna for my desktop computer asap

PabloMartin

I cant guarantee if is BT issue or not, not is a known problem what you are reporting.
Try to open EVENT VIEWER and then inside check for windows logs, you ca copy paste some data in order to check what happens.
Maybe some info of the crash will be useful.

Bennani_Smires_Hamza

I found a spot where the BT is good, it never get disconnected or laggy

I don't have blue screens anymore

However I just had another instance where the mouse dissapear after using the knob once. I had to force close elephant in task manager, the mouse was still not visible, and then Re launch elephant for the mouse to re appear

PabloMartin

I can recheck if there is something wrong with the mouse, but dont think so.
Until that you can disable hide mouse in elephant, what is highly suggested for first determine of all work ok now and try detect other possible problems first.
I think for some reason the software continue crashing on you computer, for taht reason you lost the control of the elehpant and have to force kill and then reopen again.
So please for now use without hide the mouse for some time in order to determine that.

Bennani_Smires_Hamza

!update! After purchasing a wifi/bt antenna for my motherboard, all problems have been solved. It was a faulty BT

PabloMartin

Thanks for the update!